ATO selects Qualtrics for citizen experience management

The Australian Taxation Office (ATO) has selected Qualtrics to deliver support and services that help the federal government agency continuously improve its citizen experience, and better connect with the community.

The multi-year agreement with Qualtrics provides the ATO with a platform focused on improving service delivery across channels in real time. Through the ability to capture, analyse and act on feedback shared with the agency, Qualtrics CustomerXM will enable the ATO to rapidly identify and meaningfully address customer issues, streamline processes and provide stakeholders with greater visibility of the citizen experience delivered.

The ATO will use Qualtrics to conduct research among Australians and tax advisers, with insights set to guide and inform product and service innovation. The easy-to-use tools and expert support provided by Qualtrics will allow the ATO to quickly investigate issues, and rapidly access and analyse results from across the user experience.

“By focusing on listening and acting on feedback to continually improve delivery and ensure services and support are able to address evolving and diverse needs, government agencies like the ATO have an incredible opportunity to strengthen relationships with the people they serve,” said Phillip Bland, Principal Industry Advisor Public Sector Solution Strategy ANZ, Qualtrics.

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